The Slow Path to SCRM

In 1991 Siebel introduced the concept of a CRM Suite.  The first complete version came along shortly after, and the first successful, complete implementations were around 1995-1996. In November of 2007 Oracle, Siebel, and Microsoft announced their first "Social CRM"-aware products, and it was only earlier this year that Paul Greenberg set a working definition …

Master Interviews 4 – Ed Thompson of Gartner on Social CRM

Master Interviews: 1 – Frank Eliason (@comcastcares) talks about justifying SCRM Master Interviews: 2 – Marshall Lager (@Lager) talks about the Future of SCRMMaster Interviews: 3 – Bob Warfield @BobWarfield) talks about the World of SCRM In case you don't know Ed Thompson, he is the Gartner analyst doing research, writing, and presenting on Customer …

Social CRM or Social Business?

Will Social CRM eventually be viewed as an extension of existing CRM or as just one critical component in adapting to the realities of a Web-connected world? Will companies deploy SCRM as a result of thinking “how can we improve customer relationship management?” or will they deploy SCRM as a result of thinking “how can we transform ourselves into a socially-driven business?”